Installations Coordinator

**PURPOSE**

To facilitate quality control with contractors who work on our network. To ensure that all contractors adhere to the quality and specifications stipulated by Zoom Fibre.

**Duties and Responsibilities**:
**FINANCIAL**
- Assist managers where needed with approving invoices of contractors.
- Assist managers with stock approval and management.
- Ensure that clients are activated within the 72-hour SLA for billing purposes.
- Ensure effective resource management.

**CUSTOMER**

**Customer service**:

- Ensure customer queries are handled timeously and in a professional manner.
- Notify end users of any delays pertaining to installations.
- When dealing with a customer ensure adherence to the Zoom Fibre quality assurance standards as per the coordination SOP document.
- Check photos received from contractors and ensure quality checks are completed daily, reporting any non-conformances.
- Communicate delays in installation activation due to verification failures, ensuring resolution within 12 business hours of escalation.

**BUSINESS PROCESS IMPROVEMENTS**

**Installations**:

- Ensure AEX, Agility and Quickbase have corresponding information - 100% data accuracy across systems
- Compile and submit any non-conformance documentation to management where customers are affected by contractor negligence.
- Ensure escalations from previously completed installations are attended to by contractors within a 12-business-hour timeframe.
- Ensure that contractors adhere to the times and dates set by the scheduling team on a daily basis.
- Ensure that all correspondence received from contractors is correct and accurate to support meeting coordination and achieving installation targets as set by the line manager on a monthly, quarterly and yearly basis.
- Track and manage all verification failures to ensure accurate information is provided to customers.
- Daily reporting on installations allocated and percentage of completed vs retentions and/or reschedules that were incomplete.
- Progress and conduct quality checks on all installations to ensure contractors adhere to Zoom Fibre specifications, maintaining a 95% daily completion rate.
- 95% of daily targets achieved and 100% of reporting on progressions and drop-offs submitted on time.
- 90% completed installations for the month and 85% progressed installations for the month.
- Maximum 10% retentions/rescheduling drop offs allowed.

**LEARNING AND DEVELOPMENT**
- Stay abreast with role development and efficiencies and implement on the job training, initiate self-development/training initiatives for self-development and growth.
- Familiarize yourself with installation processes, procedure, protocols and SLA’s.
- Ensure consistency in any learning and development programs enrolled in.
- Continuously learn about existing and new company products.
- Adapts well to new situations, unusual demands, emergencies, or critical incidents.
- Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically.

**QUALIFICATION AND EXPERIENCE**
- National Senior Certificate is essential
- Higher Certificate and/or Diploma in Project Management is advantageous
- COFI course certification is advantageous
- A minimum of 2 years in the ICT and Telecommunications industry is required
- A minimum of 2 years in administration is required
- A driver’s license is recommended
- Knowledge of installation SOPs and Microsoft Office Suite is essential

**COMPETENCIES**
**Customer Relationship Management**:

- Adopts a philosophy and corresponding processes that focus on identification and satisfaction of the customers stated and unstated needs and wants.
**Device Configuration -** Handles software that allows the organization to store, organize, synchronize, and search records relating to customer interactions.
**Information Management -** Manage processes around gathering information, communicating information within and outside the organization, retaining core business information and safeguarding information from competitors. Ensure meaningful MIS systems are in place.

**Attentive to Details -** Gives care and consideration to all parts and aspects of tasks and considers fine points.

**Time Management -** Systematically structures and plans own time and implements this plan. Able to prioritize and action tasks within given timeframes without compromising on quality. Plans include additional time to cater for unforeseen circumstances.